Making customers count : a guide to excellence in customer care /

• Clutterbuck, David, 1947-
• Kernaghan, Sue

• Customer services
• Customer relations
• Consumer satisfaction

• Management Books 2000,

• 1852521090

• Bibliography: p. 197.

• Investing in human capital a capital markets approach to student funding
• How to profitably delight your customers
• customer care pack 20 tried and tested exercises for improving customer care
• world of superservice creating profit through a passion for customer service
• Managing the customer experience turning customers into advocates
• Customer is king how to exceed their expectations
• Auditing your customer service the foundation for success
• Reframing organizations artistry choice and leadership
• What customers like about you adding emotional value for service excellence and competitive advantage
• Customer relationship management organizational and technological perspectives
• Ready made activities for customer care
• Customer care management
• Customer first a strategy for quality service
• Branded customer service the new competitive edge
• Creating customer delight the how and why of CRM
• Customer relationship management perspectives from the marketplace
• Strategic customer care an evolutionary approach to increasing customer value and profitability
• Customer care
• Meeting customer needs
• Benchmarking customer service
• Raising the corporate umbrella corporate communication in the 21st century
• Creating customer loyalty
• Successful customer relationship marketing new thinking new strategies new tools for getting closer to your customers
• International retailing
• Building great customer experiences
• Corporate communication
• In charge of customer satisfaction a competence approach
• advertising budget the advertisers guide to budget determination
• Service quality new directions in theory and practice
• Competitive customer care a guide to keeping customers
• What customers value most how to achieve business transformation by focusing on processes that touch your customers satisfied customers increased revenue improved profitability
• industrial market research handbook
• Quantitative modelling for management and business a problem centred approach
• fundamentals of corporate communication
• Collaborative customer relationship management taking CRM to the next level
• customer service planner
• Relationship marketing creating stakeholder value
• Empowered teams creating self directed work groups that improve quality productivity and participation
• reality of global brands cases and strategies for successful management of international brands
• Customer clubs and loyalty programmes a practical guide
• Introducing human resource management
• Customer responsive management the flexible advantage
• CRM redefining customer relationship management
• Customer relationship marketing get to know your customers and win their loyalty
• Management accounting an active learning approach
• Delivering quality service balancing customer perceptions and expectations
• loyalty effect the hidden force behind growth profits and lasting value
• Managing people at work a managers guide to behaviour in organizations
• Customer relationship management concepts and tools
• Marketing planning & strategy
• Creating value shaping tomorrows business
• Services marketing people technology strategy
• Quality sustaining customer service
• Customer relationship management electronic customer care in the new economy
• Relationship marketing bringing quality customer service and marketing together
• Know your customer new approaches to understanding customer value and satisfaction
• Successful branding
• Quality total customer service
• Developing human resources
• Retail marketing
• Customer relationship management
• Decentring leisure rethinking leisure theory
• Marketing strategy
• Practical self development a step by step approach to CPD
• New products management
• Team management practical new approaches
• Relationship marketing
• Strategic public relations
• Researching and writing dissertations in business and management
• Relationship marketing successful strategies for the age of the customer
• SPSS for Windows made simple release 10
• Interpreting company reports and accounts
• Strategic business marketing
• Changing culture new organizational approaches
• Even more offensive marketing an exhilarating action guide to winning in business
• Relationship marketing for competitive advantage winning and keeping customers
• Strategic management theory an integrated approach
• Applied marketing research
• Managing change a strategic approach to organisational dynamics
• Windows XP professional
• Transport economics
• Promotional strategy managing the marketing communications process
• Services marketing
• Core concepts of organizational behavior
• Office 2007 Enterprise
• Organizational behaviour a critical introduction
• Consumer behavior
• Applied transport economics policy management and decision making
• Understanding customers
• Research methodology a step by step guide for beginners
• Retail product management buying and merchandising
• Marketing research an applied orientation
• Retail product management buying and merchandising
• Beyond the team
• Marketing management and strategy
• Human resource management a critical text
• Organisational behaviour and analysis an integrated approach
• Transport economics